The City anticipates that the successful Applicant will be required to conduct a limited pilot or “proof of concept” implementation of its proposed solution in order to demonstrate the viability of the solution and its compliance with RFP requirements. The pilot will be required early in the project, and successful completion of the pilot, or adjustment of the proposed solution and/or implementation plan to address, to the City’s satisfaction, any deficiencies revealed by the pilot, will be a condition of the project proceeding beyond the pilot. The scope of the pilot will be determined based on the Proposal and final scope of work, but the City anticipates that it would extend at least to the core claims processing workflow, encompassing the initial stages of claim lifecycle management; and would include at least the following: successful submission and storage of a representative sample of different claim types (e.g., general, vehicle, property), demonstration of essential claim-related actions such as note entry and basic search capabilities, and successful performance of all System functions in accordance with RFP requirements, for all data generated in a designated period. Proposals must describe in detail, as part of the implementation plan required in Appendix B, a pilot implementation that meets these requirements and is in the judgment of the Applicant sufficient to demonstrate the functionality and viability of the recommended solution. The City reserves the right to forego the pilot implementation if, in the City’s sole judgment, the solution contained in the successful Proposal and final scope of work does not require a pilot or “proof of concept.” 2.4 Maintenance and Support; Warranty; Training; Source Code 2.4.1 Maintenance and Support Services The Proposal must include a section describing the maintenance and support services to be provided under the contract resulting from the RFP. A minimum of one (1) year of maintenance/support services, commencing on final acceptance of the System and project by the City, must be included in the fixed price cost proposal, with the price identified in a separate line item. The City expects that maintenance and support will be furnished on a “turnkey” basis – i.e. the successful Applicant will itself be contractually responsible for all maintenance and support services for all elements of the System, including but not limited to all software and any data transport services that are required under the contract, and will be the single point of contact for service and support. Applicants are requested to price four additional years of maintenance and support, with the price for each of years two through five identified in a separate line item. The City expects that the successful Applicant will guarantee the availability of maintenance and support services for application software, on the foregoing “turnkey” basis, for a minimum of five (5) years from final acceptance of the System. Proposals must include a description of the proposed services, stating whether the Applicant will comply with the foregoing terms, and describing the Applicants problem resolution procedures – including problem severity classifications, response times and “fix” times for each level of severity, and the escalation procedures (including on-site service) that will apply where resolution is not immediately achieved.
